It is well-known that feeling connected to the institution plays a big role in student persistence and retention. Finding that inspirational professor, that encouraging advisor, or that empowering student group makes a difference. As Student Service professionals working with online students, it can be challenging to bridge the gap and foster strong connections with our students.
Working with students face-to-face gives us a chance to smile, shake hands, compliment an outfit, read a student's facial expression, etc. to foster connections. Faculty and staff may have pictures around their offices that give students a glimpse into their lives, which helps the student feel more comfortable. However, those elements of connection are removed when working with a student online. What tools do we have to help foster that same type of connection with students that we don't see face-to-face?
This presentation aims to offer simple ways that Student Services professionals who work with online students can help students connect to the institution and have a positive impact on students' perceptions of how much the institution cares about them. Ultimately, this connection may positively impact student persistence and retention. We can all move toward this goal if we B.U.I.L.D.
B. : Be Attentive. We cannot be available 24/7, but being attentive to students' inquiries and questions in a timely manner assures them that someone is there to assist them when issues arise. A student's anxiety level increases with each unreturned voicemail or email. While the issue may seem fairly simple to us, it becomes extremely urgent to a student who feels that he/she is not getting any assistance. A simple acknowledgement of the inquiry with an assurance of a pending resolution goes a very long way.
U.: Understand Their Position. Taking a holistic approach to students lets them know that we are working in their best interest. Understanding what their other life obligations are, where school fits in on the priority list, and really taking each student into consideration as an individual helps us give students more sound advice that will help them reach their academic goals.
I.: Include Them. For schools that offer traditional face-to-face classes as well as online classes, give the online students opportunities to participate in what is happening on campus. Schools can stream live events such as workshops, sporting events, concerts, etc. Even if they can't leave work at noon to attend a lecture series of interest to them maybe they can watch it online while on their lunch break.
L.: Listen. This seems really simple, and it is. Listening to students, online or face-to-face, is critical in building a connection and it is very easy to do. If they feel that they have been heard, it is easier for them to hear us…and trust us.
D.: Direct. Often times, students will cling to the first person at the institution who really helps them. They know the type of service that person provides and tend to trust that person's word just a bit more. In these cases, we often get questions that may be outside of our area of expertise. We can connect the students with someone in the appropriate area that we depend on and trust and the student feels more comfortable going to that person because we have directed him/her there.
If we all B.U.I.L.D. with our online students, we will be providing excellent service and support to our students which is really a win-win-win situation. The students win, the institution wins, and we as Student Services professionals win. A little effort goes a very, very long way!
